SlotsandCasino - Možnosti výslechu výtisků hráče.

Dear Alexander,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that a variety of the payment methods is not managed by the casino exclusively. Several factors as the license, geolocation and payment providers, all have a major influence. Have you tried to communicate this issue with the casino? If they didn’t offer you an alternative payment method to deposit funds in to your account, I’m afraid there is nothing we can do for you.

Please let us know if this explanation was satisfactory. Looking forward to hearing from you.

Best regards,

Petronela

Dear Sirs and Madames,

You advertise on your site with Western Union, Skrill and Co. I cannot use any of that. Since the deposit option must match the withdrawal option, as I have described to you, I can only use Bitcoin. However, Bitcoin is not an official currency, so it would be like trading real money for Monopoly money. The Bitcoin price fluctuates strongly from day to day. Your chat support also told me I could use Koalapays, so I opened an account there, but you don't offer Koalapays as a deposit option, so according to your email ivh cannot pay out with Koalapays.

Sehr geehrte Damen und Herren,

Sie werben auf Ihrer Seite mit Western Union, Skrill und Co. Davon kann ich jedoch keine Verwenden. Da die Einzahlungsmöglichkeit mit der Auszahlungsmöglichkeit übereinstimmen muss, so wurde mir das von Ihnen geschildert, kann ich nur Bitcoin verwenden. Jedoch ist Bitcoin keine offizielle Währung, dass wäre so als würde ich echt Geld gegen Monopoly Geld tauschen. Der Bitcoin Kurs schwankt von Tag zu Tag stark. Ihr Chat Support hat mir auch mitgeteilt, ich könnte Koalapays verwenden, darauf hin ahbe ich dort ein Konto eröffnet, jedoch bieten Sie Koalapays nicht als Einzahlungsmöglichkeit an, also kann ivh laut Ihrer Email nicht mit Koalapays auszahlen.

Dear Alexander,

I’m sure you understand that I don’t work for SportsandCasino.com, but as one of the Casino.guru independent employees and professionals I’m trying to help you to resolve your problem. It’s out of my reach to change the depositing options in the casino. As I mentioned earlier, several factors as the license, geolocation and payment providers, all have a major influence.

Therefore, please check our recommended casinos for German players: https://casino.guru/top-online-casinos#tab=RECOMMENDED. To make absolutely sure you see the most suitable casinos, check your language, country and payment method preferences.

Please let me know if there is anything else, I could do for you, otherwise I will close this complaint. I will be waiting for your reply patiently.

But what about my money, I have 70 euros in my casino account?

Aber was ist den mit meinem Geld, ich habe 70 Euro auf dem Casino Account?

Dear Alexander,

Which payment method you have used to deposit? Is this payment method available for a withdrawal?

Hi,

It is a winned bonus. I have fulfilled the bonus conditions and of course, now I cannot pay the money out. Of course it's a great trick to win new customers.

It's just a scam. Of course I will not receive the 70 euros.

Hallo,

Es handelt sich um winen umgesetzten Bonus. Ich ahbe die Bonus Bedingungen erfüllt und kann natürlich, jetzt das Geld nicht auszahlen. Ist natürlich eine super Masche, Neukunden zu gewinnen.

Das ist einfach Betrug. Die 70 Euro werde ich natürlich nicht erhalten.

Thank you very much Alexander for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Alexander,

I looked at your case and understand your situation. If you found the aforementioned payment methods on our website, it's because right now we don't have such feature on Casino Guru that would display only the payment methods that are available for the country where the player is from. However it may come in the future. From my point of view, the only way to receive your winnings is to open a Bitcoin wallet. Since the Bitcoin is on the rise at the moment, you could eventually earn even some extra money. I recommend you to open a Bitcoin wallet and transfer the money there, let me know if you need help with this.

Hi,

Thank you for the feedback, but it is hardly possible to earn the minimum 25 euros as a deposit in Bitcoin without paying hefty fees. The 25 euros are 0.003 Bitcoin. Buying such a small amount of money is difficult and therefore also involves high fees, plus the exchange of Bitcoin in euros afterwards, this is not worth it. Furthermore, the price increases and decreases very strongly daily and weekly.

Hallo,

Vielen dank, für die Rückmeldung, jedoch ist es kaum zu schaffen die mindestems 25 Euro als Einzahlung in Bitcoin zu erwerben, ohne saftige Gebühren zu zahlen. Die 25 Euro sind 0,003 Bitcoin. So eine kleine Summe tu erwerben ist schwierig und daher auch mit hohen Gebühren verbunden, plus im Anschluss der Tausch von Bitcoin erneut in Euro, dies lohnt sich nicht. Des Weiteren steugt und sinkt der Preis täglich und wöchentlich sehr stark.

Hi Alexander,

I'm not sure what you mean by €25 deposit. You want to withdraw your €70 right? I asked the casino support if the casino charges the players any fees when they want to withdraw funds using Bitcoin and they said no. I also looked at the website, there are no fees mentioned. You can open a Bitcoin wallet, send the funds there and then either hold it or exchange it for euros. If you find this too complicated or don't like it, I can contact the casino and see if there is an another option. Please let me know.

Hi,

Thank you for the feedback.

I'm sorry for the misunderstanding, the problem is not the transfer of the bitcoins, the problem is that I first have to make a deposit in bitcoins in order to withdraw the 70 euros that I have converted as a bonus. The required deposit is 35 euros in bitcoins and there is unfortunately a problem with meon.

Sincerely yours

Alexander Grimm

Hallo,

Vielen Dank, für die Rückmeldung.

Tut mir leid für das Missverständnis, das Problem ist nicht die Überweisung der Bitcoins, dass Problem ist, dass ich erste eine Einzahlung in Bitcoins machen muss, um mir dien70 Euro die ich als Bonus umgesetzt habe, auszahlen zu lassen. Die benötigte Einzahlung beträgt 35 Euro in Bitcoins und da lieht leider meon Problem.

Mit freundlichen Grüßen

Alexander Grimm

You related the fees to the purchase of the bitcoins to make the required deposit.

Die Gebühren haben Sie auf den Kauf der Bitcoins bezogen um die benötigte Einzahlung zu machen.

I see now, thank you for clearing up the problem. I will contact the casino and see what can be done.

Thanks a lot

Vielen Dank

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Thanks a lot

Vielen Dank

Hi Alexander,

I tried to contact the casino repeatedly, but it failed to reply. I’m afraid, there is not much that can be done without the help of the casino. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the change of rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

Best regards,

Peter